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On Site Role - Help Desk Support Level 1- Wipro

e-Solutions Inc Little Rock, AR

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Service desk L1- Rate $21/Hr on W2

Level 1 Agent position includes taking calls, emails, chats, and managing various queues to assist end users with various hardware and software-related issues (e.g., password lockouts, resets, Microsoft Office 365 issues, issues with a number of various applications, PC/printer issues, etc.). SLA-driven processes and procedures are followed to complete troubleshooting where appropriate, achieve FCR when possible, or fully document the issue in an Incident or Service Request and route to the appropriate resolver team.

· Independently resolve tickets within SLA

· Adheres to standard operating procedures / work instructions

· Follow the escalation process

· Follow the shift hand-over process

· Update work logs

· Categorizes as per CTI as appropriate

· Update the knowledge base

· Coaching freshers to be independent

· Coaching analysts for correct routing of tickets, capturing critical information

· Technically upgrade across versions of environment when required

· Adhere to organization policies and procedures

· Complies to regulatory requirements

· Alert Monitoring

· Ticket Monitoring

· Informing On-call support

· Opening Bridge Call

Company Description
E-Solutions Inc. is a 15-year-old company having 15 Global Offices across 5 Nations and with more than 1000+ IT & Software professionals. Working on cutting-edge technologies, we are serving 100+ Fortune2000 companies globally.
Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.

e-Solutions Inc

Why Work Here?
Awesome Management, Good pay rate, Room To Grow!

E-Solutions Inc. is a 15-year-old company having 15 Global Offices across 5 Nations and with more than 1000+ IT & Software professionals. Working on cutting-edge technologies, we are serving 100+ Fortune2000 companies globally. Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.

e-Solutions Inc's Logo

Address

Little Rock, AR
USA

Industry

Technology

Website

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